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My mobile was stolen last Nov in Paris and I sent all documents (the police report, the mobile purchase receipt) to Telefonica via Email.



And I called to Telefonica insurance today. And a woman told me that I should report the mobile stolen to O2. And keep asking I have ever received new mobile, no!



However, as I wrote here before, I could not find any option to report about the mobile stolen via O2 website.



And there is an issue about IMEI. When I bought the mobile and registered the mobile insurance, Telefonica sent wrong IMEI on a receipt first and then Telefonica sent again the receipt with correct IMEI. BTW, the old IMEI was inactive when I registered the mobile insurance. 



What should I do now?  



hmm no answers, but marked as answered? 



Should I call Telefonica and answer to same questions and then there is no solution even while I am paying the insurance fee since last Nov. 



Dear lucianne0406,







sorry, that you had to wait for such a long time.



Your case has to be sent to the insurance company. Please visit this page to report your issue: 



Telefonica SelfCarePortal 



Please let us know, if the issue yould be resolved to your satisfaction or if further problems occour.



If you have more questions, please feel free to ask. ☺️



Kind regards,



Ubbine







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